An item can be returned only if the return request has been raised within the return window. Items must be undamaged, unaltered, and in original packaging with tags intact. Two pick-up attempts will be made; if both are unsuccessful, the return request will be cancelled. After an item is received and verified by CityMall, the refund will be initiated within 24 hours.
Most items are returnable if received damaged, expired, incomplete, wrong item, wrong size/color, or mismatched with the product description. Items with quality issues also qualify for returns.
Food items (Atta, Sugar, Salt, Oil, Ghee, Dal, Rice, Spices, Dry Fruit, Snacks, Beverages): 3 days. Home Care products: 7 days. Items explicitly identified as non-returnable on the product detail page cannot be returned.
Go to Orders, select the order, press the return button, choose quantity, select reason, upload a verifiable image, and submit. Then choose a pick-up date. A pick-up will be scheduled after verification of the image uploaded by you.
Navigate to Orders, then go to the Returns page. Select the order to view your return details and current status.
No, replacements or exchanges are not offered. You can return the item for a refund and place a new order.
File a complaint via Orders — select the order, tap the return button, and mark the reason as "Item not found in order" or "Free item not found."
For cash payments, refunds are credited to your Gullak wallet within 24 hours. For online payments, refunds are processed to your original payment method within 5-7 working days.
Returns may be rejected if: the return window has expired, the item is non-returnable, packing was verified as proper, incorrect return reason was selected, the uploaded image is unverifiable, excessive refund history, or OTP was already verified at delivery.
Select your products, go to View Cart, find the "Your Offers" section, tap "View all", and apply your desired coupon.
Still have questions?
Contact us at support@citymall.live